Background
Dentsu Aegis Network, a global media and digital marketing communications business, appointed Maxwell Stephens to recruit a Soft Services Facilities Manager to support the strategic and operational management of facilities services across its property portfolio.
The role was critical to maintaining the standards expected within a fast-paced, high-profile corporate environment. Dentsu Aegis needed an experienced professional capable of taking ownership of soft services, managing suppliers and contracts, controlling costs and ensuring consistently strong service delivery across multiple locations.
The successful candidate also needed to reflect the organisation's values, combining professionalism and commercial awareness with strong communication, leadership and a continuous-improvement mindset.
The Recruitment Challenge
The Soft Services Facilities Manager position called for considerably more than day-to-day service supervision. Dentsu Aegis needed a candidate with the experience and confidence to manage medium to large soft-services contracts, maintain compliance standards and work effectively with a broad range of internal stakeholders, suppliers and service partners.
Key requirements included:
- Soft services leadership. Providing strategic and operational oversight across soft Facilities Management services, ensuring consistent standards across the property portfolio.
- Contract and supplier management. Managing external service providers against agreed KPIs and SLAs, addressing underperformance and driving continuous improvement.
- Health and safety. Maintaining a strong understanding of workplace health and safety requirements and ensuring services were delivered in line with the appropriate policies and standards.
- Budget management. Controlling expenditure, monitoring service costs and ensuring resources were used effectively without compromising quality.
- Stakeholder management. Building productive relationships with internal teams, senior stakeholders, contractors and service providers.
- Problem-solving and adaptability. Operating effectively within a demanding environment where priorities could change quickly and solutions often required lateral thinking and a calm, pragmatic approach.
Soft services managers who are genuinely commercial are rarer than the job title suggests. Many are strong on service standards but have never owned a budget or held a supplier to a contract; the reverse profile, a contracts specialist with little feel for the workplace, is no better suited to a high-profile corporate environment.
Our Recruitment Approach
Maxwell Stephens conducted a targeted recruitment campaign focused on professionals with a strong background in soft-services Facilities Management, contract management and corporate workplace environments.
Our assessment process considered both technical capability and behavioural fit. Candidates were evaluated on their ability to lead service partners, communicate confidently with stakeholders, manage competing priorities and maintain high service standards under pressure. Particular emphasis was placed on identifying an individual who could combine commercial discipline with a positive, customer-focused leadership style.
The Outcome
Following a rigorous search and assessment process, Maxwell Stephens placed a highly experienced Soft Services Facilities Manager who matched both the operational requirements of the role and the culture of Dentsu Aegis Network. The appointment strengthened the management and performance of soft Facilities Management services across the organisation:
- Enhanced service delivery. The new manager introduced greater rigour around contract performance and service standards. By closely monitoring suppliers against agreed KPIs and SLAs, they helped ensure services were delivered consistently, professionally and in line with client expectations.
- Improved operational efficiency. A structured and analytical approach to service delivery helped identify opportunities to improve processes, resolve recurring issues and make better use of available resources, supporting a more efficient and responsive FM operation across the portfolio.
- Stronger budget control. Close oversight of expenditure kept services within agreed budgets while maintaining standards, and the candidate identified opportunities to improve value and the allocation of resources across soft-services contracts.
- Improved supplier performance. Clearer expectations, performance monitoring and regular engagement with service partners strengthened accountability and supported continuous improvement.
- Stronger stakeholder relationships. Proactive communication built stronger relationships between the Facilities Management function, internal stakeholders and external suppliers, improving responsiveness and supporting a more productive working environment.
- Greater service consistency. By combining contract management, operational oversight and stakeholder engagement, the successful candidate helped create a more consistent standard of soft-services delivery across Dentsu Aegis Network's properties.
Why This Placement Worked
The successful Soft Services Facilities Manager brought together contract management, budget control, supplier performance, health and safety, operational improvement and stakeholder engagement, helping Dentsu Aegis Network maintain the service standards expected across its workplace portfolio. Assessing for commercial discipline and service leadership in equal measure, rather than one or the other, is what made the difference.
The placement reflects Maxwell Stephens' ability to recruit Facilities Management professionals who can operate successfully within complex, high-profile corporate environments. If you are looking for an experienced Soft Services Facilities Manager to improve service delivery across your organisation, get in touch with our team.